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British Sky Broadcasting enhances customer experience with Chordiant
Britain’s Leading Home Entertainment and Communications Company Supports Intelligent Customer Interaction with Chordiant Next-Best-Action
Chordiant Software, Inc., the leading provider of Customer Experience (Cx™) software and services, today announced that British Sky Broadcasting Limited (Sky), a leader in home entertainment and communications services is successfully using Chordiant Decision Management, Recommendation Advisor, and Contact Center Advisor in its customer contact centers. The Chordiant solution, called Merlin, currently supports agents in Sky customer contact centers who serve over nine million Sky customers. Designed to deliver real-time Next-Best-Action™ recommendations, Merlin enables Sky representatives to personalize product propositions to address individual customer needs and further improve the customer experience.
"Chordiant’s decisioning suite has enabled us to more effectively implement our inbound customer interaction strategies across the organization," said Chris Angell, head of real-time marketing at Sky. "We are able to quickly develop highly sophisticated strategies covering our core sales and retention activity. We implement these strategies to operate in real-time, ensuring that our representatives always have the best possible recommendation in response to any customer situation or action."
Chordiant Decision Management comprises a suite of predictive and adaptive decisioning applications that enables business users to efficiently and safely develop highly expressive Next-Best-Action strategies. These strategies are composed of models that predict and react to individual customer expectations, propensities and behaviors combined with intuitive, sophisticated business rules and segmentation schemes. This combination forms "decision logic" that can be centrally deployed in the run-time environment for batch decisioning, real-time decisioning or both, across any channel. With this powerful hub for enterprise-wide decisioning in place, companies can automatically ensure that every customer interaction is unique, appropriate, and consistent at all times, and that Next-Best-Action decisions can occur dynamically.
Chordiant Recommendation Advisor provides an intelligent desktop that leverages Decision Management to assess what is known about the customer from current and previous interactions and recommend the next best action to be taken. These actions can take the form of highly personalized product packages, advice, insightful questions and relevant explanations. At no point during the contact do recommendations or actions need to be scripted. Rather, Recommendation Advisor continually guides the conversation, determining and adapting actions in real-time based on customer responses and mood.
In a self-service channel, Recommendation Advisor can dynamically present personalized questions, answers, product packages and advice, guiding the customer to an appropriate and satisfactory resolution of their issue or inquiry.
"We have spoken with a number of Sky customer service representatives who have experienced first-hand the positive impact Merlin has had on customer satisfaction," said Steven R. Springsteel, chairman, president, and CEO of Chordiant. "I don’t have to tell anyone how important customer loyalty is in business today. But for large customer service-driven organizations, the traditional rules surrounding marketing, sales and service have changed forever. As Sky has shown, companies that invest in the customer experience are well positioned to respond to the ever changing demands of consumers." 14.01.2009, Chordiant Software
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